Here are a few suggestions to help you assess your business and determine if you’re giving your customers what they’re expecting.

1. They’re Saying What?!: The first place you must start in your analysis is your telephone.  Make it a priority to thoroughly train everyone who might ever come into contact with a customer.
2. Listening In: Make numerous calls to your business, answering service, or call center over a period of days and record them.  Ask all sorts of questions and conduct yourself in various manners, all in order to capture a response to many different situations.  Then analyze the tapes and make necessary changes.  As a business you absolutely must have weekly meetings not only to stay on top of what is going on, but to let the manager know you are paying attention.
3. Sweat the Small Stuff: It’s not just what they say, nor just how they say it; it’s also their ability to give the prospect sufficient information in a coherent and understandable way  that the prospect is about to make the decision to take the next step and make an appointment or a purchase.  You and your employees are so accustomed to being in your space that it is all but impossible for any of you to see it through a customer’s eyes.  Fresh eyes not only look for problems, they also identify additional opportunities to create, reinforce, and maintain the image you want your customers to have of you and your company.

By conducting a basic audit of your business, you will be improving your sales conversion rate by addressing all the loose ends.  If you don’t remember the old saying, “A confused mind always says no”